SYSTRA‐SQ: a new measure of bank service quality
AH Aldlaigan, FA Buttle - International journal of service industry …, 2002 - emerald.com
We describe the development of a new scale designed to measure service quality
perceptions of retail bank customers. Empirical studies were performed in two waves. First,
qualitative research was undertaken in the form of seven focus groups and 39 one‐to‐one
interviews. These produced 963 text items that described customers' service quality
perceptions. These were categorised against the technical and functional service quality
schema proposed by Grönroos. Then, a three‐phase, four‐sample, quantitative study was …
perceptions of retail bank customers. Empirical studies were performed in two waves. First,
qualitative research was undertaken in the form of seven focus groups and 39 one‐to‐one
interviews. These produced 963 text items that described customers' service quality
perceptions. These were categorised against the technical and functional service quality
schema proposed by Grönroos. Then, a three‐phase, four‐sample, quantitative study was …
SYSTRA-SQ: A new measure of bank service quality
HA Abdullah, AB Francis - International Journal of Service Industry …, 2002 - elibrary.ru
We describe the development of a new scale designed to measure service quality
perceptions of retail bank customers. Empirical studies were performed in two waves. First,
qualitative research was undertaken in the form of seven focus groups and 39 one-to-one
interviews. These produced 963 text items that described customers' service quality
perceptions. These were categorised against the technical and functional service quality
schema proposed by Gronroos. Then, a three-phase, four-sample, quantitative study was …
perceptions of retail bank customers. Empirical studies were performed in two waves. First,
qualitative research was undertaken in the form of seven focus groups and 39 one-to-one
interviews. These produced 963 text items that described customers' service quality
perceptions. These were categorised against the technical and functional service quality
schema proposed by Gronroos. Then, a three-phase, four-sample, quantitative study was …